Situation: The Jenkins had used a company for several years and were happy with their service. They were unaware of the change in ownership from locally-owned to corporate-owned out-of-town company. During their air conditioning tune-up in 2006, the technician mentioned that the company had a “slightly-used” air conditioner that had been installed in a home and it was the wrong size, so they had to remove it and install a larger one. The technician quoted the price of the “bargain” air conditioner and the Jenkins decided to replace their older unit.

Unpleasant Surprise #1: After the new unit was installed, the Jenkins received an invoice from the company that was $400 more than what the technician had quoted. Bob called the office to voice his concern and found out that the ownership had changed and there was “no one to complain to”, so he reluctantly paid the additional $400.

Unpleasant Surprise #2: During the Jenkin's 2007 air conditioning tune-up, the technician mentioned to them that they did not have an air conditioner, but they actually had a heat pump. However, it had been installed to work in air conditioning mode and not heating mode. The technician called the company's corporate office and was told that the Jenkins would have to pay an additional $957 to have the heat pump working properly. Very reluctantly this time, the Jenkins paid the additional amount with the promise that they would see energy savings.

Unpleasant Surprise #3: During the winter of 2007 and 2008, the Jenkins noticed that their electric bills had grown “sky high”. Mr. Jenkins called KCP&L and discovered that their address was not registered with KCP&L by the installing heating and cooling company, so the Jenkins had not received the special eight-month reduced electric rate. He personally had to make the trip downtown to register his “new” heat pump.

Unpleasant Surprise #4: The add-on heat pump (add-on term is used when a gas furnace is utilized for the other source of heating the home), when installed properly, will operate to approximately 34°F outside air temperature and then the gas furnace takes over and heats the home. This prevents the heat pump from operating in the defrost mode (air conditioning mode in winter), which is very energy inefficient.

The heat pump, which Mrs. Jenkins testifies “never shut off”, was located right outside her kitchen window. Since the heat pump was not installed properly, it would frequently go into the defrost mode, sending up a large vapor stream of melting ice and making a loud, irritating noise.

Action/Solution: The Jenkins switched to Anthony Plumbing, Heating & Cooling for the heating and air conditioning and plumbing tune-ups. Anthony added the correct controls so the heat pump would operate properly. The Jenkins are pleased that their “lengthy ordeal” is over and they are doing business with Anthony Plumbing, Heating & Cooling.